switched to more expensive plan

To whom it may concern,

I have contacted Xfinity three times over the past several months to discuss lowering my internet bill in response to a more competitive offer I received from another provider in my area.

During my call on March 17, I explained that I was looking to move to a plan in the $50–60 range, consistent with offers I had received from competitors. The agent was unable to identify a specific promotion at that time but reduced my monthly rate to $50 as a good faith gesture and promised to follow up with promotional options within my budget. I never received that follow-up call.

I was therefore surprised to receive a charge of $106 this month. When I called this morning to inquire, the agent informed me that I had been switched to a new, more expensive plan during my March 17 call. I have no recollection of agreeing to such a change — in fact, it is directly contrary to the reason I called in the first place. The agent this morning was unable to explain how this transition occurred but did switch me to a plan within my original budget going forward.

As a loyal Xfinity customer, I am respectfully requesting: (1) clarification on what occurred during the March 17 call that resulted in my enrollment in a higher-cost plan, and (2) a refund of $56, representing the difference between what I was charged in April ($106) and the rate I was quoted in March ($50).